Position Overview
Job Title
HIH Technical Support Senior Analyst
The mission of Global Desktop Support (GDS) organization is to provide desktop support to our colleagues at HIH both physical offices and a remote workforce while delivering the best possible experience to our colleagues. We are looking to a Technical Support Senior Analyst to join the Deskside Support Services (DSS) team. The Technical Support Senior analyst is a Senior individual contributor within the L2 Technical Support function, responsible for resolving complex technical issues, acting as an escalation point from L1/L2 support, and driving service quality through technical expertise and process improvement. This role requires deep technical knowledge, strong analytical skills, and the ability to collaborate effectively across teams to ensure timely issue resolution and high customer satisfaction. This role will participate in Technology projects across the organization and be at the forefront of new technologies coming into our organization.
Responsibilities:
Technical Assistance & Innovation
Provide colleague technical support including but not limited to:
· Computer hardware diagnostic, troubleshooting, configuration, and refresh.
· Software installation and troubleshooting.
· Voice and video network diagnostic and repair.
· Mobile device configuration, training, and diagnosis.
· Recovery testing to confirm availability of systems where outages have occurred.
Manage basic ticket workflows including but not limited to:
· Escalating unresolved issues in a timely manner.
· Maintaining and tracking inventory of hardware in the appropriate systems.
· Proactively setting expectations with colleagues.
· Following up to ensure colleague satisfaction.
Provide proactive support, maintenance, and innovation including but not limited to:
· Interacting with other support groups to restore service and /or identify and correct colleague computing problems.
· Analyzing and identifying trends in issue reporting and develop preventative solutions.
· Leading process improvement efforts and proactively updating documentation.
· Serving as Subject Matter Expert (SME) across the organization.
· Perform other duties and responsibilities, as assigned.
Customer service & leadership
· Deliver exceptional customer service.
· Provide training of technology policy and procedure.
· Ensure team provides timely and courteous customer service to colleagues.
· Serve as escalation point within the team to resolve more complex problems.
· Lead Desktop Support Services (DSS) in engaging in more proactive planning.
· Organize and Support DSS to be flexible and adaptable in meeting the changing needs of the organization.
Qualifications:
· Strong knowledge of the following is preferred.
o Microsoft operating systems and Microsoft Office.
o Apple hardware and operating systems.
o Networking switches and data networks.
o IP telecommunications systems.
o Audio Visual Systems.
· Capability to analyze problems and use sound judgement for determining solutions.
· Ability to clearly communicate with colleagues and other Technology staff.
· At least 4 Years PC/LAN technical or equivalent experience preferred.
· Aptitude for providing strong customer service through interactions and communications, verbally and written.
· Willingness to complete technical documentation.
· A likely candidate will be self-motivated, a team player, empathetic, innovative, and work with integrity.
· Willingness for continuing enhancement of technical skills through education/seminars and interaction with other Technology disciplines.
· Bachelor's degree and/or equivalent work experience in the technology, hospitality, retail or customer focused field highly regarded.
· A+ certification or equivalent combination of education, training, and experience.
About Evernorth Health Services
Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. Join us in driving growth and improving lives.
Skills Required
- Strong knowledge of Microsoft operating systems and Microsoft Office
- Strong knowledge of Apple hardware and operating systems
- Strong knowledge of networking switches and data networks
- Strong knowledge of IP telecommunications systems
- Strong knowledge of audio visual systems
- Ability to analyze problems and determine effective solutions using sound judgment
- Ability to communicate clearly with colleagues and Technology staff
- At least 4 years of PC/LAN technical or equivalent experience
- Strong customer service skills and verbal and written communication ability
- Willingness to complete technical documentation
- Self-motivated, collaborative, empathetic, innovative, and ethical approach
- Willingness to continue enhancing technical skills through education, seminars, and collaboration
- Bachelor's degree or equivalent work experience in technology, hospitality, retail, or a customer-focused field
- A+ certification or equivalent combination of education, training, and experience
Cigna Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Cigna and has not been reviewed or approved by Cigna.
-
Strong & Reliable Incentives — Strong bonus outcomes are frequently highlighted, with annual bonuses described as really good alongside above-average salary levels. Stock or long-term incentive elements are also noted as part of the overall package in some roles.
-
Leave & Time Off Breadth — Time-off benefits are portrayed as a meaningful part of total rewards, including generous PTO and flexibility that can enhance the perceived value of compensation. Flexible work-from-home arrangements are repeatedly linked with satisfaction about the overall package.
-
Healthcare Strength — Health coverage is described as broad in design, with preventive care often covered at no charge in-network and options like virtual care and wellness incentives. A large provider network and strong digital tools are positioned as practical advantages when using benefits.
Cigna Insights
What We Do
At Cigna, we're more than a health insurance company. We are your partner in total health and wellness. And we’re here for you 24/7 – caring for your body and mind. As a global health service company, Cigna's mission is to improve the health, well-being, and peace of mind of those we serve by making health care simple, affordable, and predictable. Our values are the core of our culture. Our values guide how all 74,000 of us around the world work together, serve our customers, patients, clients, communities, and deliver on our mission.
